Customer Service Operations Lead

A company is looking for a Customer Service Operations & Escalation Lead (Contractor).

Key Responsibilities

Oversee daily operations across service channels and ensure targets are met

Act as the primary escalation point for complex customer cases and coordinate resolutions

Develop QA frameworks and manage workforce schedules for optimal service delivery

Required Qualifications

5-7 years of experience in customer service operations or escalation handling

Experience managing multi-channel support environments

Solid understanding of Freshdesk, Shopify, and NetSuite or equivalent systems

Strong data analysis and reporting skills

Knowledge of U.S. / Canadian consumer law and warranty requirements